Refund policy

Returns, Refunds & Cancellations Policy

At Layer By Layer Creations, we want you to be happy with the products we create for you. If there is a problem with your order, please contact us so we can assess the issue and work with you towards an appropriate resolution.

This policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

Change-of-mind returns

Layer By Layer Creations does not offer returns, refunds or exchanges for change of mind.

This includes situations where you:

·         decide you no longer want or need the product

·         change your mind about the colour, style or configuration you selected

·         find a similar product elsewhere

·         ordered the wrong product, size or option

Please review product descriptions, measurements, configuration options and other available information carefully before placing your order.

If you are unsure whether a product is suitable for your needs, please contact us before ordering.

Australian businesses are not required to provide a refund or replacement simply because a customer changes their mind, although any voluntary change-of-mind policy offered by a business must be honoured.

Personalised and custom products

Personalised, bespoke and custom products are made specifically to the requirements supplied or approved by the customer and are not eligible for change-of-mind returns or exchanges.

Once production has commenced, customer-requested changes or cancellation may not be possible.

If you wish to change or cancel a personalised or custom order before production has commenced, please contact us as soon as possible. We will consider the request where practical.

Where design work, setup, materials, special-order components or other costs have already been incurred specifically for your order, those costs will need to be taken into account when determining whether a cancellation or refund can be offered. Any applicable conditions should have been communicated as part of the quote or order process.

These conditions relate only to change-of-mind cancellations and do not affect your rights under Australian Consumer Law where a personalised or custom product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Faulty, damaged or incorrect products

If you believe your product is faulty, damaged, incorrectly supplied or otherwise not as it should be, please contact us as soon as practical.

Please provide:

·         your name and order number

·         a description of the issue

·         photographs showing the issue where relevant

·         photographs of packaging where the product was damaged in transit

·         any other information reasonably required to help us assess the problem

Please retain the product and, where relevant, its packaging until we have assessed the issue.

We may need to ask reasonable questions or inspect the product before confirming the appropriate remedy.

Your rights under Australian Consumer Law

Products and services sold in Australia come with automatic consumer guarantees that cannot be excluded by a store policy.

Depending on the nature of the problem and the rights available under the Australian Consumer Law, an appropriate remedy may include a:

·         repair

·         replacement

·         refund

·         cancellation of a service

·         other remedy required by law

For a major problem with goods, the customer generally has the right to choose between a refund or replacement. For a problem that is not major, the business generally has an opportunity to provide an appropriate remedy within a reasonable time.

Nothing in this policy is intended to limit those rights.

Returning an approved product

Please contact us before returning any product.

Do not send a product back without first receiving return instructions from Layer By Layer Creations.

Because we currently operate from a residential location, our return address is not published on the website. The appropriate return address, postage instructions or collection arrangements will be provided directly once a return has been authorised.

Please package returned products appropriately to protect them during transport.

Return shipping costs for faulty products

For products that can reasonably be posted or returned, you may initially be asked to return the item to us for assessment.

If the product is confirmed to have a problem covered by Australian Consumer Law, we will reimburse any reasonable return postage or transport costs you were required to pay. Please retain your postage or transport receipt.

For a faulty product that is large, heavy or otherwise difficult to return, we will arrange or pay for reasonable collection/return transport where required under Australian Consumer Law.

Where an item is returned and found not to have a fault covered by the Australian Consumer Law, responsibility for associated transport costs will depend on the circumstances.

Products damaged in transit

If your order arrives damaged, please contact us as soon as practical.

We may ask you to provide photographs of:

·         the damaged product

·         the external packaging

·         the internal packaging or protective materials

·         shipping labels or visible parcel damage

Please retain the packaging while the issue is being assessed, as it may be required for a carrier claim.

Damage in transit will be assessed alongside any rights you may have under Australian Consumer Law and our obligations as the seller.

 

Incorrect items

If we have supplied the wrong product, variation, quantity or other order detail, please contact us.

Where the error is ours, we will work with you to arrange an appropriate correction at no additional cost to you.

Please do not return an incorrectly supplied product until return instructions have been provided.

Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the order where practical.

Processing times after a refund has been issued may vary depending on the payment provider or financial institution.

Where Australian Consumer Law requires a refund, we will provide the remedy required by law.

Exchanges

We do not generally offer exchanges for change of mind.

Where a replacement is required because of a fault, damage, incorrect supply or another issue covered by Australian Consumer Law, the appropriate replacement or other remedy will be determined in accordance with the circumstances and the customer’s applicable rights.

Original shipping charges

Original shipping charges are not refundable simply because a customer changes their mind, as change-of-mind returns are not generally offered.

Where an order has a problem covered by Australian Consumer Law, any required remedy - including treatment of delivery or return costs - will be provided in accordance with those rights.

Order cancellations

For standard catalogue products, please contact us as soon as possible if you wish to request cancellation.

Although many of our catalogue products are made to order, they are generally capable of being retained as finished stock. A cancellation request may therefore be considered where practical, particularly where the order has not progressed significantly through production.

Cancellation is not guaranteed once production has commenced or the order has been dispatched.

Different cancellation conditions apply to personalised, bespoke and custom products because those items may be produced specifically for an individual customer.

Any cancellation rights available under Australian Consumer Law remain unaffected.

Deposits on custom orders

Where a custom order requires a deposit, the applicable payment and cancellation conditions will be stated as part of the quote.

If a customer requests cancellation after work has commenced or costs have been specifically incurred for the project, any refund of amounts already paid will be assessed having regard to:

·         work already completed

·         design or setup undertaken

·         materials or components purchased specifically for the order

·         other reasonable and non-recoverable costs incurred

We will advise the customer of the position before proceeding with any cancellation.

This does not affect any refund or cancellation rights that apply under Australian Consumer Law.

 

Proof of purchase

We may request reasonable proof of purchase when assessing a return, refund, replacement or other claim.

This may include an order confirmation, receipt or other information that allows us to identify the transaction.

The ACCC confirms that businesses may request reasonable proof of purchase when a customer seeks a remedy.

How to contact us about a return or refund

To request assistance with a return, refund, damaged item or other order issue, please contact:

Layer By Layer Creations

Email: info@layerbylayercreations.com.au

Phone: 0474 955 427

Please include your order number and enough information for us to understand the issue.

We will provide return instructions directly where a return is required. Please do not send products to a return address without prior approval.